Shailesh Bhalerao

Experience

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  ILAM Systems (P) Ltd., Mumbai

  Jan 1997 - Nov 2000

  Asst. Customer Support Manager – Maharashtra & Goa

  Jan’97 – Nov’2000 at ILAM Systems (P) Ltd., Mumbai as Asst. Customer Support Manager – Maharashtra & Goa• Installation of Novell NetWare 4.11 and Connecting Diskless & Client32 Workstations. Installation Configuration of Microsoft Windows NT 4.0 Networks • Maintenance of heterogeneous Network of Windows NT and Novell NetWare. • Configuration and Installation of MAN between various branches of Mumbai.• Maintenance of FoxPro Databases for Group’s Finance Company.• Managed more than 40 branches of group’s finance company. Show less

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  IBM Global Services (P) Ltd., Mumbai

  Dec 2000 - Feb 2003

  Program Manager

  Dec’2000 – Feb’03 at IBM Global Services (P) Ltd., Mumbai as Program Manager• Worked as Program Manager leading a team of 18 engineers to provide 24X7 technology support.• Posted by IBM to eFunds International Pvt. Ltd. eFunds is a call center, running several processes for inbound and outbound calls of USA. • Installed, configured and maintaining Windows 2000, NT 4.0 on 20 IBM/Compaq Servers and 900 PC’s.• Domain Administration on Windows NT 4.0, Windows 2000, Lotus Notes Server, CA ARCserver backup tool.• Provided first level support on the below Platform and Technologies:o Cisco 7206, 3604, 2610 routers.o Cisco IGX 8430 WAN switch, Cisco Catalyst 5500, 6513, 4006 LAN switcho Nortel Network’s Meridian Nortel 81C, 11C & Avaya G3R PBX.o Monitoring, testing and commissioning of IPLC circuitso IP Monitoring Tools, MRTG, MTE (Meridian Terminal Emulator) Show less

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  3i Infotech

  Mar 2003 - Oct 2006

  Manager - Infrastructure Group

  Mar’03 - Oct’06 at 3i Infotech Ltd. (Formerly ICICI Infotech), Mumbai as Manager – Infrastructure Group• Managed Nortel Periphonics IVR application support and enhancements. • Well coordinated projects rolled out along with business team on IVR applications to increase call terminations on IVR which resulted in cost reduction for ICICI Bank.• Evaluation and pilot implementation for new initiatives like Remote agents, Speech recognition, Text to Speech.• Led a team of engineers for providing support for Nortel Periphonics IVR, Avaya S8700 ACD switch, CTI-CRM connectivity, and telecom links.• Had carried out desktop and server hardening projects for Mumbai and Hyderabad call centres covering 2400 computers and 50 servers.• Managed IT Help Desk for Mumbai and Hyderabad Call Centres. Escalation and reporting point for 45 engineers across PAN India. • Maintained Service Quality levels consistently by regular review of processes and user responses.• First level Database / System Management. Show less

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  Fidelity National Information Services (P) Ltd., Mumbai

  Nov 2006 - May 2008

  Manager - Voice Services

  Nov’06 - May’08 at Fidelity National Information Services (P) Ltd., Mumbai as Manager – Voice Services• Identified technology solutions to business and operational challenges/business processes.• End-to-end project management - product evaluation & selection, planning, designing and implementation• Centralization of call centre activities (Inbound, Outbound).• Vendor management – technical and general evaluation, negotiation, review and control• Negotiated SLAs, AMC with service providers & vendors primarily on Metrics & commercials• Information Security Risk assessment, control & mitigation• Annual IT Budgeting and ROI tracking on various technology investments• Infrastructure Capacity Planning for the core voice platforms voice switch, voice loggers and dialers.• Ensured 24*7 up-time for Core Call Centre infrastructure.• Skills on Avaya ACD switches, VOIP, Witness Voice logger, Aspect Dialer, Nortel 11C PBX, CTI and telecom links.• Led a team of engineers for providing support on voice infrastructure and Voice related project implementation. Show less

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  Accenture Services (P) Ltd.

  Jun 2008 - May 2011

  Team Leader - Voice Communication Services - Mumbai & Pune

  • Leading technology operations and project implementation team to support all business groups operating out of Mumbai and Pune.• Managing a team of 17 engineers to provide 24x7 operational support to six centres in Mumbai and Pune.• Ensuring strict adherence to SLAs, uptime, response time and delivering services as per Operating Level Agreement.• Leading changes from the front to regularly update systems with impact analysis, change documentation and keeping all the stack holders informed thus ensuring smooth roll outs and higher uptime.• Identifying potential causes/bugs and taking long term initiatives to fix and thus maintaining agreed uptime.• Leading the design and implementation of large-scale technology Projects encompassing the key customer interaction technologies:o Voice and Telecom Network Infrastructure, o Automatic Call Distributors; o Interactive Voice Response; o Computer Telephony Integration; o IP telephony & Unified Communication• Working closely with IT partners and Telecom service provider to manage SLAs, AMCs.• Building and maintaining professional relationships with internal and business teams. • Participate in Budgeting process and provide inputs for IT capex and opex budgeting.• Handling critical and high priority incidents and ensuring quick response and resolution. Root Cause Analysis, preventive measures.• Participating in ISO and security audits and ensuring compliance. Show less

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  IBM India (P) Ltd.

  May 2011 - now

  Service Delivery Manager